claim apple's local Agent In Saudi Arabia

Dear team, I am taking my iPhone 16 Max Pro to the local Apple service provider in Riyadh, Saudi Arabia (Aleph). The phone is brand new, but I have been experiencing difficulties transferring my data from my old iPhone 12 Max Pro. The issue arises because my old iPhone is running iOS version 18.2, while the new iPhone is not updating. The staff at the service center were unable to assist me and asked me to leave the device without providing a receipt. When I returned later in the day, the problem had not been resolved. They informed me that the device would need to be sent to the main office for repairs, but they still did not provide me with any receipt. I was told I would receive the receipt and the updates via SMS and email, but I have not received anything. After five days, I went back to inquire about the status. I discovered that the device had not been shipped, the original problem persisted, and it appeared to have been opened, as I noticed scratches on the screws.

how can I claim that to Apple?